**Position Title:** IST - Analyst, Operational Support **FLSA Status:** Exempt **Salary Grade, if non-union:** SG17 **Pay Grade, if union:** **Non-Union or Specific Collective Bargaining Agreement:** Non-Union **Our Mission:** The mission of Polk County Public Schools is to provide a high quality education for all students. To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties are intended to describe the nature and level of work being performed by the employee assigned to the position. This job description is not meant to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. Other duties may be assigned which are not listed. Additionally, when duties and responsibilities of this job change, this job description will be reviewed and updated, subject to changes and business necessity. **Custom Job Purpose:** This position exists to provide advanced technical work in the District Office Data Center, including systems access, account management, change management, network monitoring and security event response. **Essential Functions of this Job** Responsible for providing access to PCPS network and applications using Active Directory and Microsoft 365 to create, edit, license, and disable user accounts, as well as managing distribution and security groups as necessary. Assists in maintaining network security by responding to security events and remediating compromised user accounts. Works with Network Operations staff regarding network issues. Reviews SAP server status, audit logs, backup status reports, and workflows and notifies appropriate personnel as issues arise. Manages secure entry access for the Data Center, and other secure District Office locations. Uses the support ticketing system to track and respond to requests and reported issues regarding user accounts. Enters work orders for Data Center maintenance needs. Processes SAP change management requests initiated by Software Development staff. Reviews data center supply inventory and notifies supervisor as needed. Maintains and keeps track of loaner equipment. **Non-Essential Functions of this Job** Performs other duties as assigned. **Knowledge, Skills and Abilities:** Considerable knowledge of Microsoft Office applications Knowledge of Active Directory, Exchange, and Microsoft 365 preferred. Ability to troubleshoot user account-related issues and professionally communicate in writing. Ability to understand and follow complex oral and written instructions with minimal supervision. Ability to learn new procedures, instructions, and systems. Bilingual/biliterate preferred. **Education, Experience and/or Certification/License Requirements** Graduation from an accredited high school required. Associate degree preferred. Must have at least two years# experience in a Windows environment with extensive use of Microsoft Office applications. Experience managing and troubleshooting user accounts in an Active Directory and/or Microsoft 365 environment is a plus. Experience providing end-user technical support via e-mail or ticketing system is preferred. **Work Context:** Requires sitting and some standing, walking and moving about to coordinate work. Requires face-to-face discussions and contact with, individuals and/or teams. Requires the use of alternative communication systems, such as electronic mail, telephones and computers. Requires coordination of work tasks to establish priorities, set goals and meet deadlines. Requires work with both internal and external contacts. **Physical Environment:** Requires working indoors in environmentally controlled conditions. Requires sitting for the majority of the day, and the ability to lift, carry, move and/or position objects frequently weighing up to 20 pounds and infrequently up to 50 pounds. **Local Code:** 10433 **EEO5:** 50 The School Board of Polk County, Florida, prohibits any and all forms of discrimination and harassment based on race, color, sex, religion, national origin, marital status, age, homelessness, or disability or other basis prohibited by law in any of its programs, services, activities or employment.